We often talk about UX as finding the sweet spot between the needs of the users and the business but we rarely get more than nebulous deliverables to imagine how it actually looks.

In this post Luke uses an ‘experience map’ to give us an end-to-end view of the user experience and explain how broader strategy can be applied to detailed design work. It’s a super-effective way to understand the impacts of the product or service on the user, and helps us to understand, justify and prioritise a UX approach.

In Luke’s last post he talked about how most UX designers don’t pay enough attention to non-visual touchpoints. This post is about something bigger. There’s a second aspect to the way we’ve limited our scope of involvement, and its making us miss out on influencing business strategy and being part of a wider customer experience solution.